FBLA Help Desk Sample Questions
with Correct Answers 100% Pass
The ITIL Service Support model focuses on: - ✔✔ensuring users have access to the tools
they need to make the business work
A policy is a: - ✔✔principle or protocol to guide decision making
Which is true about a presentation's objective? - ✔✔Presentations are preferred over
memos to meet your objective
Skills that are unique to the profession that the service desk supports, such as
accounting or banking skills are called - ✔✔industry knowledge
What are measurable objectives for analysts that support the service desk's mission
called? - ✔✔service desk analyst performance objectives
A goal of support service providers that seeks to increase user self-sufficiency and
reduce a user's dependence on support service is - ✔✔self-reliance
A ________ is a communications center that provides a single point of contact (SPOC)
between a company and its customers, employees, and business partners. - ✔✔service
desk
Katelyn Whitman, All Rights Reserved © 2025 1
, Ensuring customer satisfaction is the goal of the - ✔✔customer support center
Which one of the following is a benefit of self-service technical support? - ✔✔provide
users with a 24x7 option for some level of technical support
Help desk support is generally not provided by the use of: - ✔✔social media
Which one of the following situations is the best example of a violation of ethical
behavior in a support center? - ✔✔making a personal long-distance phone call on a
company phone during a break
Which one of the following statements is true about version 3 of the ITIL exam's
definition of the difference between good practice and best practices? - ✔✔Best practices
are proven activities that have been successful, but have not yet become industry
standard.
A customer Service Representative is usually required to have all of the following
except: - ✔✔financial management skills
Many CSR firms adopt Stephen R. Covey's "7 Habits of Highly Effective People." Which
one of these is one of his recommendations for being effective? - ✔✔be proactive
Successful teams most often: - ✔✔have a clear, singular purpose
All of the following are characteristics of a positive service attitude except: -
✔✔immediately transferring a call if it is clear that someone else needs to take it
Katelyn Whitman, All Rights Reserved © 2025 2
with Correct Answers 100% Pass
The ITIL Service Support model focuses on: - ✔✔ensuring users have access to the tools
they need to make the business work
A policy is a: - ✔✔principle or protocol to guide decision making
Which is true about a presentation's objective? - ✔✔Presentations are preferred over
memos to meet your objective
Skills that are unique to the profession that the service desk supports, such as
accounting or banking skills are called - ✔✔industry knowledge
What are measurable objectives for analysts that support the service desk's mission
called? - ✔✔service desk analyst performance objectives
A goal of support service providers that seeks to increase user self-sufficiency and
reduce a user's dependence on support service is - ✔✔self-reliance
A ________ is a communications center that provides a single point of contact (SPOC)
between a company and its customers, employees, and business partners. - ✔✔service
desk
Katelyn Whitman, All Rights Reserved © 2025 1
, Ensuring customer satisfaction is the goal of the - ✔✔customer support center
Which one of the following is a benefit of self-service technical support? - ✔✔provide
users with a 24x7 option for some level of technical support
Help desk support is generally not provided by the use of: - ✔✔social media
Which one of the following situations is the best example of a violation of ethical
behavior in a support center? - ✔✔making a personal long-distance phone call on a
company phone during a break
Which one of the following statements is true about version 3 of the ITIL exam's
definition of the difference between good practice and best practices? - ✔✔Best practices
are proven activities that have been successful, but have not yet become industry
standard.
A customer Service Representative is usually required to have all of the following
except: - ✔✔financial management skills
Many CSR firms adopt Stephen R. Covey's "7 Habits of Highly Effective People." Which
one of these is one of his recommendations for being effective? - ✔✔be proactive
Successful teams most often: - ✔✔have a clear, singular purpose
All of the following are characteristics of a positive service attitude except: -
✔✔immediately transferring a call if it is clear that someone else needs to take it
Katelyn Whitman, All Rights Reserved © 2025 2
